Head of Customer Care

This is a fully remote position, open to applicants in United States.

📋 Description

• Accountable for crafting and implementing the comprehensive customer service strategy aimed at providing an outstanding customer experience.

• Establish clear objectives, promote accountability, and cultivate a high-performance environment centered on ongoing improvement.

• Manage customer care operations, nurture and mentor high-achieving teams, and collaborate across departments to enhance customer satisfaction and operational effectiveness.

• Supervise daily customer care activities, ensuring prompt and efficient handling of customer inquiries, complaints, and escalations.

• Formulate and uphold customer service policies, procedures, and best practices.

• Compile and deliver performance reports along with strategic recommendations to executive leadership.

⛳️ Requirements

• Bachelor’s degree along with 8-10 years of progressive experience in customer service and/or customer care leadership.

• A minimum of 5 years in managing leaders and customer service teams.

• Strong leadership abilities that consistently inspire and drive team productivity.

• Excellent cross-functional communication skills interacting directly with both employees and customers.

• Reliable and goal-oriented, demonstrated through prompt and timely responses.

• High proficiency in Microsoft Office Suite (Word, Excel, and PowerPoint).

• Outstanding customer service abilities.

• A collaborative mindset capable of solving problems under pressure.

• Strong multitasking skills, able to adapt to rapid changes.

🏝️ Benefits

• 401(k) with a matching program.

• Dental insurance.

• Health insurance.

• Health savings account.

• Life insurance.

• Paid time off.

• Vision insurance.